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Customer Care
New Charter insists on excellent customer care; it is every employee's
responsibility. We aim to learn from customers and listen to their comments,
and to ensure that the learning is passed on.
Our Customer Service Charter
All customers will be treated with courtesy,
honesty and respect.
Confidentiality will be respected at all times.
All our customers will have equal access to our service and understand
what and how that will be provided and processed.
All customers will
be treated equally and according to their individual needs regardless
of gender, race, ethnic origin, religion, disability or sexual orientation.
Customer Service Standards
Visitors will be greeted courteously within
30 seconds where possible of arrival in reception. Visitors will be advised
of waiting times, which should not exceed 5 minutes.
We will answer routine
letters within 5 working days. Where the matter cannot be resolved within
5 working days an acknowledgement will be sent within 3 working days,
with an indication of when a reply can be expected. This will be no longer
than 10 working days.
We will answer the telephone within four rings
(10 seconds).
Making a complaint
Should the worst happen and you are
not happy with any part of our service then New Charter has a complaints
procedure. We invite you to let us know if you also have a Compliment
or Comment about New Charter.
Please go to the ‘Tell us what you
think’ page
to find out details about contacting us on the above.
